Your Mission

Within the Relations Center, manages a team of Ambassadors and closely monitors the quality of service they provide to ensure that it is in line with the defined KPIs.

HOW WILL YOU MAKE AN IMPACT

Role

The Team leader is responsible for the daily running and management of the Client Relations Centre for a global luxury holding. He/she is a positive ambassador for the organization at all times. This is a key position in Client Relations Centre operations through which we ensure the achievement of service standards and management of relationships with all of our jewellery and watch Maison as well as information exchange with the home market.
Team leader is the first point of contact for ambassadors where he/she is also an expert with regard to systems, processes and procedures.
Team leader is also a major support for the Head of Client Relations Centre for understanding and satisfying customer needs, listening, informing and proposing solution for customer problems.
He/she supports telephone, web, and other (social) communication and phone and web sales and defines training needs in close collaboration with trainer and implements all required action plans to meet service and sales objectives.
Using effective communication skills, the Team Leader motivates and supervises ambassadors effectively in order to achieve both qualitative and quantitative goals and targets, through regularly check-ins while concurrently concretely tracking and monitoring results

Responsibilities

Facilitate online and phone sales in order to reach set goals and objectives
Handle Inbound and outbound customer contact via telephone, e-mail, live chat and other (social) media, including providing guidance and at times being the next-level escalation point for more complex cases
Coach individual ambassadors and put together action plans to help them meet service and sales targets
Provide guidance and inputs on individual ambassador performance on clienteling, to achieve sales conversions
Deliver brands information to customers, and vice versa collect valuable feedback from customers to brands
Accurately process all required data/information in appropriate system/tools under group data security policy
Escalate the emergency system issues to Head of Client Relations Centre in a timely manner, and report findings on system improvement if any
Identify trends in customer satisfaction or dissatisfaction, sales insights and report findings to Head of Client Relations Centre
Follow company policies and procedures as outlined and represent the Group in a professional image at all times
Collaborate with the Group's existing Customer Service team for repairs and after-sales service requests

HOW WILL YOU EXPERIENCE SUCCESS WITH US

Call center /customer service management experience, preferably in the retail / e-Commerce industry
Knowledge of contact center management tools (ideally SalesForce): CRM, Interaction Management, telephony and social media management.
Knowledge of quality monitoring tools and customer satisfaction strategies
Operational experience with WFM and/or roster planning and scheduling tools in a contact center environment
Proven ability to create and sustain positive relationships
Seasoned and knowledgeable about customer service and continuous quality improvement
Strong collaboration skills
Management experience is a plus

Client Relations Team Leader, SGMYVN